THE EFFECT OF INFORMATION TECHNOLOGY INVESTMENTS ON THE OPERATIONAL PERFORMANCE OF ETHSWITCH S.C.

Abstract

This study investigates the impact of IT investments on the operational performance of EthSwitch S.C., with a particular focus on IT infrastructure upgrades implemented over the past five years. A total of 75 responses from employees across various departments were analyzed, with a majority of participants being male (66.7%) and aged between 41 and 50 years (58.7%). Most respondents held higher educational qualifications, with an almost equal distribution between Bachelor's (52%) and Master's (48%) degrees. The findings reveal that IT investments were perceived to have significantly improved operational efficiency, system reliability, transaction speed, and the company’s competitive advantage. Key improvements were observed in system reliability and transaction accuracy, though perceptions regarding service quality and response time were mixed, with some respondents expressing uncertainty. The study also noted a reduction in system downtime and improved scalability as a result of IT upgrades, although system failures and service interruptions persisted. Overall, the research highlighted the positive Effects of IT investments on operational performance, but also identified areas for further improvement, particularly in system reliability and customer confidence. it is recommended that EthSwitch S.C. focus on continuous improvement in system reliability and transaction accuracy by investing in advanced monitoring tools and proactive maintenance. To address mixed perceptions of service quality and response time, the company should implement performance benchmarks, SLAs with vendors, and explore AI-driven solutions to optimize customer support. Further investment in scalable cloud infrastructure will ensure the company can handle future demands. Improving internal communication and user training will enhance operational efficiency, while a robust disaster recovery plan will strengthen customer confidence. Finally, periodic assessments of IT infrastructure will keep the company aligned with industry trends and technological advancements.